Job Description

Position: Customer Service/Tech Support Agent Location: Work From Home - Remote Terms: Full-time, Seasonal Position Pay: $18/hr Join Team Alorica: At Alorica, we’re redefining what it means to be a global leader in customer service and experience one interaction at a time. With Alorica-at-home and locations in 18 countries around the world, we offer endless career opportunities from customer service, training, and tech support, to management, recruiting, and more. And we’re proud to say over 70% of our leaders are promoted from within! We also provide a full range of benefits to help our employees achieve financial, emotional, mental, and physical well-being, including support for our own communities through Making Lives Better with Alorica (MLBA). Job Summary As a Customer Service Tech Support Agent, you’ll provide basic support to administrators, teachers, students, and parents using educational products in the classroom and at home. You’ll work for a global learning company specializing in cutting‑edge education technology solutions, making a difference every day for students and teachers. Most contacts will come from professionals such as teachers and IT administrators in school districts, and the support you provide will be a hybrid of technical support and customer service—so experience in both areas is important. You’ll use effective customer support skills and techniques to identify issues, troubleshoot technical problems, determine the correct steps for resolution, and document interactions to reduce customer effort and provide valuable business insight. Responsibilities Provide users support via phone, email, and other channels in accordance with Company Standards Resolve issues for customer contacts, e.g., requests for assistance with passwords, feature walk‑throughs, product performance, content, and general inquiries Use the Knowledge Base, admin tools, and remote sharing tools to assist with the resolution of issues Manage cases, including scheduling call‑backs and follow‑ups, which may be outbound calls or emails Collaborate with internal groups to define or update Knowledge Base articles that will assist agents in delivering accurate issue resolutions in a timely manner Provide Alorica Management with updates/alerts regarding Alorica tools, software, or system outages, and major incidents as well as trending customer issues Attend and engage in continuous training to fulfill job responsibilities Qualifications High school diploma or GED equivalent Minimum of three (3) years of combined consumer product technical support/technology experience, call center, customer service, chat and/or social media interactions Strong customer service skills with an emphasis on critical thinking, active listening, and empathy to identify root causes and move toward resolution Articulate with a high level of business writing skill to understand and document technical issues accurately Must be able to multitask while navigating systems and communicating with customers Able to support higher customer volume; potential for back‑to‑back calls and/or case work Proficient with browser‑based programs and understanding of major internet browsers (Chrome, Edge, Safari, Firefox) Basic understanding of Microsoft Office applications Salesforce experience is a plus Work Environment Ethernet connection and a distraction‑free work area required for training and working from home Ongoing usage of phone and computer systems Physical Demands Constant sedentary work Benefits Health, dental, and vision coverage/HSA PTO Optional daily pay or weekly pay 401K retirement plan Leadership programs Paid training and tuition reimbursement Employee discounts program including groceries, travel, insurance, phone plans, health and wellness, and pet supplies Employee assistance program Additional voluntary benefits Next Steps Place an application Complete your online assessment Our team will review your application If selected to move forward, our team will follow up directly DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. We are only considering candidates and hiring for this position in the following state(s): Alabama, Arizona, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Louisiana, Mississippi, Missouri, Nebraska, North Carolina, South Carolina, Oklahoma, Tennessee, Texas, Utah, West Virginia, and Virginia. Alorica is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability. #J-18808-Ljbffr Alorica

Job Tags

Similar Jobs